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Numbers tell you how often something happens. They can't tell you how a customer feels on the other side of the desk.
Matthew Hanrahan, Senior Director, Shared Services at Kin Insurance, brought a banking operations background into CX, where measurement discipline and control frameworks are enforced rather than left optional.
Matthew walks Rob through the efficiency ladder that sorts customer-facing work from invisible work, why right beats fast, and the staffing mistake that taught him to hire for what is hardest to teach and train the rest.
Topics discussed:
Bringing banking measurement discipline into customer experience operations
Why contacts per hour measures inbound work only
The efficiency ladder for customer-facing versus invisible work
Treating handle time as a diagnostic, not a target
Triaging queues to stop compounding failures during volume spikes
Fixing the system instead of hiring into it
Building a leadership rotational program over external hires
Communicating with product and finance in ROI terms
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